This article provides information on how to troubleshoot issues with OfficeScan server installation and upgrade.

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Check the following when encountering issues during Officescan server installation or upgrade:

System Requirements

Check your target server's specifications. It should meet the system requirements of the OfficeScan server. Refer to the product Readme for more details.

Use Administrator Account

Make sure that you are using an Administrator account or an account with Administrator privileges before installing the OfficeScan server.

Installation Package

Make sure that the installer is not corrupted. If you think it is, download a new copy from the Trend Micro Download Center. Check the MD5 checksum of the downloaded package and then compare it with the MD5 value from the download center. If they do not match, download another copy of the package.

Internet Information Services (IIS)

Make sure that the IIS ports needed for OfficeScan are not in use. Refer to this KB article for the ports that OfficeScan uses:

Check to see if the IIS lock down tools/applications are running. These can block OfficeScan from properly installing and can affect communication between the OfficeScan server and clients.

OfficeScan Server Remote Install

Use administrator privileges on the remote server where OfficeScan will be installed.

Check to see if the Microsoft IIS version is at least 5.0.

OfficeScan Master Service

Check that the OfficeScan Master Service is started after the installation.

Check to see if the OfficeScan Master Service is installed and running.

Patch/Service Pack Upgrade Failure

On the OfficeScan server, navigate to C:\folder.

Search the tmpatch.log file for patch/service pack and tmhotfix.log for hot fix installations.

Open the tmpatch.log file and scroll to the bottom of the page, then search for "fail]" going up. This is the failure point of the installations.

Failure is caused by the newer file not replacing the older version. In this example, we can see the tmnotify.dll replacement failed and installation was unsuccessful. Here is an example of a failure point found in the log file:

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